Call Center News: Top links for 10-28-10
- A new Nielsen study showed that IVR and call center callers didn’t want to call. Instead, callers prefer to skip the IVR in favor of SMS updates and notifications.
- That being said, there is good news for the call center crowd. In spite of a rather gloomy economic outlook, Global Industry Analysts, Inc. reports that call center revenues will reach over $189 billion by 2015
- And in yet another article touting Twitter’s customer service success, the comparison to IVR wins out again: There’s no ‘Press 1’ on Twitter
- Did someone say “metrics”? Greg Levin irreverently addresses the top well-loved and much-debated call center metrics in Three call center metrics that need to be knocked off their pedestal
- And in a truly fascinating study, MIT engineers took a look at the “softer” side of customer service and created metrics for measuring what we thought we couldn’t: emotions, trust and control. Designing the soft side of customer service